Performance Manager

MCI; California; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a results-driven Performance Manager to enhance client satisfaction and optimize service delivery. In this strategic role, you will lead continuous improvement initiatives, manage key performance indicators, and drive a culture of operational excellence. This position offers the opportunity to collaborate with cross-functional teams, coach future leaders, and implement innovative solutions that enhance productivity. Join a dynamic team that values your contributions and provides a supportive work environment, along with competitive compensation and benefits that grow with you.

Benefits

Paid Time Off

Health Coverage

Retirement Plans

Disability Insurance

Life Insurance

Career Growth Opportunities

Paid Training

Qualifications

• 5+ years in Performance Management or similar roles.
• Strong proficiency in KPI tracking and performance analysis.

Responsibilities

• Build trust-based client relationships for satisfaction and retention.
• Lead performance analysis and reporting efforts to drive decision-making.

Skills

Performance Management

Client Services

Account Management

KPI Tracking

Data Analysis

Coaching and Mentoring

Stakeholder Management

Education

Bachelor's Degree

Tools

Excel

BI Dashboards

Job description

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Remote Work-at-Home

We are seeking a results-driven Performance Manager to join our dynamic team. In this strategic role, you will be instrumental in enhancing client satisfaction, optimizing service delivery, and leading continuous improvement initiatives across our global operations. This is a high-impact position that requires strong leadership, data-driven decision-making, and a passion for operational excellence.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

1. Build and maintain strong, trust-based client relationships to ensure satisfaction, retention, and long-term success. Serve as a key point of contact and escalation for client concerns.
2. Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs). Identify performance trends and implement action plans to address gaps.
3. Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.
4. Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Drive a culture of continuous improvement.
5. Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.
6. Ensure the successful execution of action plans related to operations, training, and quality. Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.
7. Identify opportunities to streamline workflows, enhance productivity, and optimize performance. Lead initiatives that support operational excellence and innovation.

Candidate Qualifications

All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should possess the following qualities:

• Bachelor's Degree
• Minimum of 5 years’ experience in Performance Management, Client Services, Account Management, or similar roles, preferably in a BPO, shared services, or outsourcing environment.
• Experience managing and developing teams, providing coaching, and driving accountability at multiple levels.
• Strong proficiency in performance analysis, KPI tracking, and reporting platforms (e.g., Excel, BI dashboards).
• Ability to translate business challenges into actionable strategies and lead cross-functional initiatives to successful outcomes.
• Experience in client-facing roles with excellent communication, stakeholder management, and relationship-building skills.
• Knowledge and practical experience in process improvement and aligning operations, training, and quality for performance enhancement.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willingness to submit to background checks, security investigations, and drug screening as applicable.

Compensation and Benefits

At MCI, we value your contributions and offer competitive compensation packages that grow with you. Benefits include paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a supportive work environment.

Physical Requirements

This role is primarily sedentary, requiring long periods of sitting and working on a computer, with occasional movement within the office.

Equal Opportunity Statement

MCI is committed to diversity and equality in the workplace. We do not discriminate based on age, race, gender, disability, or any other protected characteristic and provide reasonable accommodations as required by law.